Service Desk Support

IT Service Desk Support I

Reporting to the End User Services Manager, the IT Service Desk Support I provides first-line technical support to end users. This position helps maintain Hellermann Tyton's IATF
16949/ISO
9001 Quality and ISO
14001 EMS certifications by following all corporate policies, procedures, work instructions, and documentation standards.

Essential Functions:

• Assist with the installation, configuration, and support of desktops, laptops, and thin clients.
• Prepare and deploy computer equipment with standard software and configurations.
• Set up and provide basic troubleshooting for mobile devices.
• Diagnose and resolve routine hardware and software issues using manuals or under supervision.
• Create and update user documentation for hardware and software systems.
• Assist with managing user accounts and basic access permissions as directed.
• Provide support for break/fix issues, software installations, and hardware repairs under guidance.
• Escalate complex issues to Service Desk Support II or other IT teams as needed.
• Work with the Managed Service Provider (MSP) for account creation, mailbox setup, password resets, and security changes as instructed.

Other Functions:

• Perform other tasks and responsibilities as assigned.

Success in This Role Includes:

• Basic knowledge of desktop and laptop hardware, printers, thin clients, and peripherals.
• Familiarity with Microsoft Windows 11, Microsoft 365 Office Suite, and common third-party applications.
• Exposure to IT Service Management tools such as KACE or Service Now is a plus.
• Good verbal and written communication skills.
• Ability to follow instructions and work effectively in a team environment.

What You'll Bring:

• High school diploma or equivalent;
  Associate degree in Information Technology preferred.
• 1–2 years of experience in IT support or a related field.
• Basic hands-on experience with Microsoft Windows OS and networked printers/scanners.
• Valid driver's license, adequate insurance, and a clean driving record.

Hellermann Tyton Corporation is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.